Learning from your team's replies

Vue d’ensemble#

If the assistant couldn't answer a customer's question and a team member then replied to the customer from Conversations, the reply is saved as a suggestion linked to that question. In Unanswered questions you see a Staff reply under the question with the person's name and the time of the reply, and an Approve as answer button opens the fixed-answer window pre-filled with the question and the team member's text, so you can edit it (for example, remove the customer's name or details) and save it — the assistant starts using it immediately. You can also Dismiss the suggestion and leave the question on the list. No reply is ever published automatically.

Pour qui ?

Business owner / manager / team member allowed to add fixed answers

Où le trouver ?

Sidebar → Train your assistant → Unanswered questions

Pas à pas#

1. 1
   The team member replies to the customer from Conversations as usual (after taking over the conversation).
2. 2
   Open Unanswered questions; you'll find the Staff reply under the question.
3. 3
   Click Approve as answer, review the text and remove any details specific to one customer.
4. 4
   Click Save answer; the assistant uses it from now on.

Astuces#

Bon à savoir#

Questions fréquentes#

Does the assistant publish team replies automatically?

No. A reply is only used after you approve it as a fixed answer.